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New Rules of Customer Engagement: Key Findings from Global Research
Customer engagement strategies for the next normal
What are customer engagement strategies, and how have they changed?
What are customer expectations for engagement?
How is new technology changing customer engagement?
How can you increase effective customer engagement?
Personalize customer experiences.
Consistently connect customer experiences.
Create real-time customer experiences.
How does trust affect customer engagement?
How do values engage customers?
How can you measure customer engagement?
Determining your customers’ level of engagement isn’t always easy, and opens up lots of questions for discussion. Is a customer who visited your website 10 times last week more engaged than one who spent 15 minutes talking to a salesperson over the phone? Is a new customer who made five recent purchases more engaged than a long-time customer who only buys once a year? Do your answers to these questions change if one customer completes an online survey or recommends your brand to others?
When it comes to measuring customer engagement and the best practices of successful companies, success looks different for everyone depending on their business goals. Here are some key metrics different departments should monitor.